General Manager of Customer Service

7 days ago

Dover, United States Pasona N A, Inc. Full time

A global electronics manufacturing corporation is seeking a General Manager of Customer Service.

Location Dover, NJ

Salary 150-180K


As the General Manager of Customer Service, you will be responsible for leading and overseeing the customer service department of an organization. You will report to VP or SVP of the company. Your primary objective is to develop and implement strategies that enhance the customer experience, drive customer satisfaction, and foster customer loyalty. You will provide strategic direction, manage a team of customer service professionals, and collaborate with cross-functional stakeholders to ensure exceptional customer service across all touchpoints.


FUNCTIONAL DUTIES:

Leadership and Strategy:

Develop and implement a customer service strategy aligned with the organization’s overall goals and objectives. Set clear performance goals and key performance indicators (KPIs) for the customer service team. Provide strategic guidance and direction to the team, ensuring alignment with the organization’s vision and values. Foster a customer-centric culture and instill a strong focus on delivering exceptional customer experiences. Leads new product and technical services initiatives Identifies new market spaces and cultivates innovative ways of working by applying cuttingedge financial models, by adopting multisectoral approaches, and by effective partnering Forges partnerships with government, private sector, donors and philanthropists to implement the technical agenda


Team Management: Recruit, train, and manage a team of customer service professionals, ensuring their skills and knowledge align with the organization’s objectives. Provide ongoing coaching, feedback, and performance evaluations to drive continuous improvement. Establish effective communication channels and promote a positive and collaborative work environment. Develop succession plans and talent development initiatives to ensure a skilled and motivated customer service team.


Customer Experience Enhancement: Identify opportunities to improve the customer experience by analyzing customer feedback, survey data, and industry best practices. Collaborate with cross-functional teams, such as product development, marketing, and operations, to address customer pain points and drive customer-centric improvements. Implement customer service technologies and tools to streamline processes, enhance efficiency, and personalize customer interactions. Stay updated on emerging trends and technologies in customer service to proactively adapt strategies and stay ahead of the competition. Working with CS Ops to pin down customer lifecycles, correctly set the reach-out process, channels, and touchpoints, and helping the CS team work productively with these processes.


Technical Solution Service Enhancement Stays abreast of the evolving technical priorities, evidence, and trends in global health and positions the organization for success Executes technical vision and strategy to grow programming and impact globally and at country level by influencing systems change and through multilateral and private sector engagement Creates robust knowledge management systems and effective cross organizational sharing of lessons, best practices, and technical expertise across the organization Advocates for a multisectoral approach to achieving health and development goals Offers top-of-line support technically to the organization’s global and bilateral projects


Technical solution training enhancement Oversees training programs on priority skills needed to effectively deliver on the technical agenda Develops and applies measures to track improvements in innovation and the skills sustaining them Creates communities of practices to help personnel generate ideas, to support best practices, to promote open innovation, and to ultimately increase impact Introduces group tools and processes that inspire innovative thinking Builds and fosters the development of a strong technical leadership team


Performance Monitoring and Analysis: Monitor and analyze customer service metrics and KPIs, such as response times, resolution rates, customer satisfaction scores, and customer retention. Use data-driven insights to identify areas of improvement and implement strategies to enhance performance. Prepare regular reports and presentations for executive leadership, highlighting customer service achievements, challenges, and recommended actions.


Relationship Management: Cultivate relationships with key customers, strategic partners, and stakeholders to understand their needs, address concerns, and maintain strong relationships. Collaborate with sales and account management teams to ensure alignment and deliver a seamless customer experience throughout the customer journey. Act as a customer advocate within the organization, representing customer interests and influencing decisions that impact customer satisfaction.


Crisis and Escalation Management: Develop and implement crisis management protocols to handle customer escalations and challenging situations effectively. Ensure swift and satisfactory resolution of escalated customer issues, maintaining transparency and professionalism. Identify systemic issues and implement corrective actions to prevent future escalations.


REQUIREMENTS:

  • Bachelor’s degree in business administration, marketing, or a related field (Master’s degree preferred)
  • Proven experience in a senior leadership role within customer service or a related field
  • In-depth knowledge of customer service strategies, best practices, and technologies
  • Strong leadership skills with the ability to inspire and motivate a diverse team
  • Excellent communication and interpersonal skills, with the ability to build relationships and collaborate with stakeholders at all levels
  • Analytical mindset with the ability to leverage data to drive decision-making and continuous improvement
  • Strategic thinking and problem-solving abilities, with a focus on achieving business objectives
  • Strong customer orientation and empathy, with a passion for delivering exceptional customer experiences
  • Experience in crisis management and handling customer escalations
  • Proficiency in customer service software, CRM systems, and other relevant tools

  • Patient Services Representative, General Surgery

    2 months ago

    Dover, United States Mass General Brigham Full time

    Description: About Us Wentworth Health Partners (WHP), an affiliate of Wentworth-Douglass Hospital and member of Mass General Brigham Medical Group, is a multi-specialty group practice providing the highest quality patient care and services that range from wellness and illness prevention to testing, treatment and care of complex medical conditions. Our...

  • Patient Services Representative, General Surgery

    2 months ago

    Dover, United States Mass General Brigham Full time

    Description: About Us Wentworth Health Partners (WHP), an affiliate of Wentworth-Douglass Hospital and member of Mass General Brigham Medical Group, is a multi-specialty group practice providing the highest quality patient care and services that range from wellness and illness prevention to testing, treatment and care of complex medical conditions. Our...

  • General Manager

    2 weeks ago

    Dover, New Jersey, United States Domino's Pizza LLC Full time

    Domino's Pizza LLC Job DescriptionJob Title: General ManagerAt Domino's Pizza LLC, we are seeking a highly skilled and experienced General Manager to join our team. As a General Manager, you will be responsible for overseeing the daily operations of our restaurant, ensuring that our customers receive exceptional service and that our team members are...

  • Service Advisor

    2 weeks ago

    Dover, Delaware, United States General RV Full time

    About the Role:The Service Advisor at General RV is a key player in our service department, responsible for providing exceptional customer service and ensuring a seamless experience for our clients. As a trusted source, you will be critical to our future success.Key Responsibilities:Provide customers with excellent customer service throughout their entire...

  • Administrative Service Manager

    2 weeks ago

    Dover, New Hampshire, United States Charlie Burnham Energy Service, Inc. Full time

    Job Summary:The Administrative Service Manager is responsible for coordinating Service Department efforts and procedures to ensure a high level of customer satisfaction while maintaining an efficient, profitable operation. This role involves supervising the work of employees responsible for dispatching, inventory, billing, productivity, and payroll.Key...

  • Sales Manager

    5 months ago

    Dover, United States General RV Full time

    Overview The Recreational Vehicle industry has experienced enormous growth and increased popularity in recent years. At General RV Center, we believe that with our industry leading knowledge, customer service, and massive inventory, we will continue to be at the forefront of this growth. We are already fortunate to be named the Nation's Largest Family...

  • Patient Services Coordinator

    1 month ago

    Dover, New Hampshire, United States Mass General Brigham Full time

    About UsWentworth Health Partners (WHP) is a multi-specialty group practice affiliated with Wentworth-Douglass Hospital and Mass General Brigham Medical Group. Our mission is to provide high-quality patient care and services that range from wellness and illness prevention to testing, treatment, and care of complex medical conditions.The OpportunityWe are...

  • Restaurant General Manager

    2 months ago

    Dover, United States Gecko Hospitality Full time

    **Restaurant General Manager**Are you an experienced Restaurant General Manager ready to lead our dynamic team? We're searching for a charismatic leader to guide our professionals. If this sounds like you, we want to hear from you today! Our journey began as a modest local pizzeria, and we've grown into a cherished New Hampshire icon, renowned for our...

  • Restaurant General Manager

    3 days ago

    Dover, United States Gecko Hospitality Full time

    Restaurant General ManagerAre you an experienced Restaurant General Manager ready to lead our dynamic team? We're searching for a charismatic leader to guide our professionals. If this sounds like you, we want to hear from you today! Our journey began as a modest local pizzeria, and we've grown into a cherished New Hampshire icon, renowned for our delicious...

  • Customer Service Representative

    5 months ago

    Dover, United States VCA Animal Hospitals Full time

    Client Service Representative **We are looking for you!** Our ideal candidate will genuinely enjoy working with animals and their owners and want to be part of a fun, interactive team. Good communication skills and the ability to multi-task while maintaining a good sense of humor are encouraged. Our nurturing team approach will help anyone interested in...

  • Food Service Worker Per Diem

    1 month ago

    Dover, New Hampshire, United States Mass General Brigham Full time

    Job SummaryWe are seeking a skilled Food Service Worker Per Diem to join our team at Wentworth-Douglass Hospital, an affiliate of Mass General Brigham. As a Food Service Worker, you will play a vital role in providing excellent customer service and ensuring the highest quality food and beverage services to our patients, visitors, and staff.Key...

  • Domino's Franchise General Manager

    3 weeks ago

    Dover, Delaware, United States Domino's Franchise Full time

    Domino's Franchise Career Opportunity **Job Summary** We are seeking a highly motivated and experienced General Manager to join our team at Domino's Franchise. As a General Manager, you will be responsible for overseeing the daily operations of our stores, ensuring exceptional customer service, and driving sales growth. **Key Responsibilities** * Manage...

  • Pizza Restaurant General Manager

    3 days ago

    Dover, United States Gecko Hospitality Full time $65,000 - $70,000

    Restaurant General ManagerAre you an experienced Restaurant General Manager ready to lead our dynamic team? We're searching for a charismatic leader to guide our professionals. If this sounds like you, we want to hear from you today! Our journey began as a modest local pizzeria, and we've grown into a cherished New Hampshire icon, renowned for our delicious...

  • Customer Service Leader

    2 weeks ago

    Dover, New Hampshire, United States Hannaford Supermarkets Full time

    Job SummaryAs a Customer Service Leader at Hannaford Supermarkets, you will be responsible for ensuring that our customers receive exceptional service and support. This role involves observing and following all company policies and procedures, maintaining a neat and well-groomed personal appearance, and assigning tasks to front-end and service desk/kiosk...

  • Imaging Services Coordinator

    3 weeks ago

    Dover, Delaware, United States Mass General Brigham Full time

    Job Title: Admin Imaging SpecialistWe are seeking a highly skilled and organized Admin Imaging Specialist to join our team at Mass General Brigham. As a key member of our Imaging Services department, you will play a vital role in ensuring the smooth operation of our imaging services.Key Responsibilities:Provide exceptional customer service to patients,...

  • Customer Service Leader

    3 weeks ago

    Dover, New Hampshire, United States Hannaford Supermarkets Full time

    Job SummaryAs a Customer Service Leader at Hannaford Supermarkets, you will be responsible for ensuring exceptional customer experiences in our stores. This role involves leading front-end and service desk/kiosk associates to meet business traffic requirements and minimize customer inconvenience. You will also be responsible for supervising performance,...

  • General Manager

    1 week ago

    Dover, United States Fastenal Full time

    Job Description General Manager 1070A S Little Creek Rd, Dover, DE 19901 DEDOV Public Store Full-time Shift(s): MON TUE WED THU FRI 7:00am - 5:00pmOVERVIEW: Advance your career as a Full-time General Manager, where you'll be the driving force behind our branch business. From developing and executing a sales plan in your market, to inspiring a culture of...

  • Customer Service Representative

    3 weeks ago

    Dover, Delaware, United States Bally's Corporation Full time

    Job Summary:As a Customer Service Representative at Bally's Corporation, you will be responsible for handling hotel room reservations and casino offers in a professional and courteous manner. You will be the primary point of contact for guests, providing exceptional service and ensuring that their experience is memorable and enjoyable.Key Responsibilities:...

  • Office Manager

    1 week ago

    Dover, United States General RV Full time

    Overview: The success of General RV Center is rooted in our exceptional team, which has been growing since 1962. Our sustained growth has been fueled by our family values and passion for the RV lifestyle. Today, General RV Center stands as the Nations Largest Family-Owned RV Dealer, with locations nationwide and a global presence through our Internet Sales...

  • Office Manager

    1 week ago

    Dover, United States General RV Full time

    Overview: The success of General RV Center is rooted in our exceptional team, which has been growing since 1962. Our sustained growth has been fueled by our family values and passion for the RV lifestyle. Today, General RV Center stands as the Nations Largest Family-Owned RV Dealer, with locations nationwide and a global presence through our Internet Sales...